Never Underestimate Their Ability to Not Get It

Earlier today I worked with a group of budding project managers on how they can improve their ability to more successfully deliver projects. Too often the emphasis in project management training is on the tools and techniques, leaving out the importance of the "people side" of things. The truth is you can fill out all the forms, create a Microsoft Project schedule that sings and dances, and follow a methodology to a "T", but if you can't get along with people, your projects will tank.

On this particular business trip I'm reading Randall Tobias' new book, Put the Moose on the Table: Lessons in Leadership from a CEO's Journey through Business and Life (Indiana University Press). A key part of effective leadership relates to communication and Tobias offers some good reminders for leaders, including:

"Effective communication is more than simply delivering a collection of well-considered statements. It's also where, how and above all, when these words are delivered that truly causes messages to take hold and behaviors to change."

"Leaving an information void is always a terrible mistake. Whenever employees…have to fill such a void, they are most likely to fill it with the worst-case scenario…."

He also discusses the importance of focusing not just on what is said, but more importantly on what is heard. I've worked with too many executives who think their finely crafted e-mails and memos sufficiently got the point across. I coach executives to "Never under-estimate people's ability to not get it." Generally speaking, it's not that people are ignorant. It just takes a while for people to truly understand what you are saying. In Tobias' terms, don't assume they understand what you said… Take the effort to understand what they heard.

Say it often. Say it clearly. Check for understanding. And do what you say. That's a great communication formula for effective leaders.

posted by Andy at 7:21 PM